Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

Loyalty 105

Loyalty Chief Customer Officer Financial Innovation 105

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Effort Score ROI Policies 62

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Pypestream is a much smaller company than AIG, currently existing in startup mode. Other than that, much of CCO work — especially in the early going — is similar regardless of company size. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. This will be quite interesting for those of you wanting to pursue your own customer room.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company. Customer as assets: Acquisition and retention. The pay it forward question.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Customer Bliss

OCTOBER 11, 2016

He curates a network of over 140 strategic partners including financial American Express, Citi, Visa, 65+ airlines, travel partners such as Enterprise Holdings, American Express Business Travel and uber. How did Mark move towards one-company leadership in such a huge organization? Mark oversees Hilton’s global partnership strategy.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Alida

NOVEMBER 8, 2017

As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. Start now to monitor these 4 organizations’ insights utilization rates.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Calabrio

JULY 26, 2017

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Just one dissatisfied customer can influence an entire network of prospective customers.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

OCTOBER 17, 2018

You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance company and financial services provider. Unite the C-Suite in Their Commitment and Accountability.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Gainsight

OCTOBER 13, 2022

The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies. . But the companies that are prepared to weather any market conditions are the ones poised to become unstoppable. Chief financial officers should consider moving from an annual budget to monthly forecasting .

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda. #CX

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Amanda quickly developed a curiosity to know more about why things did or didn’t go well with customers and how to problem solve. Storyboard the employee lifecycle to better understand internal processes.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Gainsight

APRIL 15, 2022

Many of the world’s greatest companies find themselves in a similar situation today. The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. .

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. The starting point for customer experience in healthcare: Anthem is an enormous company. There aren’t perfect metrics.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Every company has a culture, and it isn’t something you can directly build. What does a customer service culture look like?

Culture 139

Culture Customer Service How To Policies 139

Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. ” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. We need to understand the customer’s drivers. The Process.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Gainsight

JUNE 23, 2022

Since SaaS companies grew a lot during that time frame, this means multiples are down even more. The same VCs are looking at portfolio companies that have been or are about to be marked down significantly in valuation. And they are also staring at companies that need to raise money soon, with no path in sight.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Benefits of a Customer Retention Strategy. The Essential Guide to Customer Churn.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Gainsight

MARCH 9, 2020

Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. How have the metrics evolved over the last few years? Also, check out this really good guide that goes in to greater detail about metrics.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Don’t be afraid to discuss these numbers with your customers.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Amity

APRIL 7, 2017

In other words, you should articulate the value that your customer success team brings to your organization in the months preceding the budget demand. Ideally, you should demonstrate the value in a way that ties with the company’s overall goals. Identifying your customer success team's primary goals is important.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

inmoment

MAY 14, 2020

Right out of the gates, health insurance companies are at a disadvantage when they seek to measure the experience provided to members because a member’s purchase decision is often not their own, but one made on their behalf by their employer. 2) the journey health insurance companies create for their employees.

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64